Sales – a job with many joys but also many sorrows. Joy when finding new customers, sadness when encountering unfortunate situations. Know how to overcome seemingly deadlocked situations to find “a silver lining”.Customers yell, curse, complain
SITUATION: Some people even jokingly say, “If you haven’t encountered a customer who scolds you, you’ve never had to sell anything.” Customers can complain for countless reasons, sometimes just because they don’t know how to use a device, or simply because sales agent Go to meet customers when they are not in a good mood. At those times, the salesperson can also be vented on. With these incidents that can always happen, a good salesperson must know how to handle them skillfully to escape.
HANDLE: This is something that most salespeople encounter. Regardless of the reason for their anger, client What is it, the salesperson needs to make the customer feel that they are very important to you. Listen to them, put yourself in the customer's shoes and, to the best of your ability, try to solve the problem quickly. Don't delay solving it or pass it on to someone else to solve it. When the customer is angry about a problem, with the salesperson's efforts to solve it, they will calm down on their own. In these situations, knowing listen is the most important skill. Listen carefully to clearly and fully understand the problem that the customer is facing, then promptly find the most effective solution to promptly meet the customer's requirements.
Defaulting customers
SITUATION: Customers who haggle and refuse to pay their debts are also a very painful situation for sales staff. Mr. Mai Quoc Hung (former sales staff of Unilever) jokingly said, "Sometimes I also work as a sales person and also collect debts." Debt is inevitable, because selling on credit is a way to attract more customers.
HANDLE: Under pressure fierce market competition, getting a customer is difficult, keeping that customer is even more difficult. Brutal debt collection is not the solution in all cases. The most important principle that salespeople must know is that debt collection must begin when you give credit. The salesperson must always control this process. If you want to remind the buyer to pay in debt, remind them indirectly. For example, "We have a new batch of goods at a very favorable price, with a very high commission, and of course you can buy it when you pay off the old debt." In reality, not all customers who are in debt are happy to pay. The way that salespeople often do is to look at the customer's ability to pay. If it is really too difficult for them to pay all at once, they can let them pay in installments, depending on the amount of debt each customer owes. That way, customers can pay off their debt and they are also happy to buy the goods without going elsewhere.
Employee lost goods
SITUATION: One of the risks when selling is losing goods, which can be due to subjective or objective reasons. Regardless of the reason, losing goods makes sales staff lose sleep, fearing discipline, fines or worse, being fired.
HANDLE: When faced with this situation, most experienced sales staff believe that you should “report honestly”. Honesty and responsibility are always highly appreciated. Clearly explain the loss or damage to your superiors and accept the compensation decided by the company. Your honesty and willingness to take responsibility will be highly appreciated by the company and receive support and help from your colleagues. Do not try to hide or intentionally make up a tragic story about your lost goods, because “the needle in the bag will one day come out”. At that time, all your words and actions may become meaningless.
Meet the big promotion competitor
SITUATION: In the era of fierce competition, businesses must always find ways to conquer new customers, especially customers from competitors. They launch the most attractive promotions such as cheap prices, good service, convenient locations, gifts, ...
HANDLE:At this time, sales staff really need the company's support in marketing strategy, so be honest about the problems you are facing, as well as give some comments about your competitors that you have collected from customer feedback so that the company can come up with appropriate strategies. Most importantly, sales staff should have confidence in their products. They must understand why customers buy your company's products/services instead of those of your competitors. People often do not like to break away from the familiarity and comfort of everyday life to try something new. So, try to think in a way that creative to give many reasons to convince customers reasonably.
When the company runs out of stock
SITUATION: An equally awkward situation is when you have convinced a customer to sign a contract and are just waiting for the delivery date. However, the company suddenly runs out of stock, leaving you with no goods to deliver to the customer. Of course, escaping this situation also requires the ingenuity of the sales staff.
HANDLE: Almost all sales staff believe that in this situation, first of all, they should sincerely apologize to their customers, then come up with a good reason to explain the delay in delivery. Blaming objective reasons is a common reason chosen by “salesmen”, it could be because “the factory in Thailand was in turmoil and could not produce”, or because “the delivery vehicle broke down on the way”… There are hundreds of thousands of objective reasons that sales staff can use, but they need to use a reasonable reason that is appropriate to the situation. You should also find out if this delay in delivery will cause any damage to your customers? Does the customer need this item urgently? In case you have to deliver on time, you can contact your other customers and ask if they still have that item in stock. If you can borrow this item to deliver to the customer on time, then of course, when you return the borrowed item, you should include some incentives or privileges for them.
Marketing Magazine No. 45/2008
